1. Overview of Electronic Commerce
Chapter 1
Overview of Electronic Commerce
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2. Learning Objectives
Define electronic commerce (EC) and describe its various categories.
Describe and discuss the content and framework of EC.
Describe the major types of EC transactions.
Describe some EC business models.
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3. Learning Objectives (cont.)
Describe the benefits of EC to organizations, consumers, and society.
Describe the limitations of EC.
Describe the role of the digital revolution in EC.
Describe the contribution of EC to organizations responding to environmental pressures.
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4. Marks & Spencer—A New Way to Compete
The Problem
UK-based, upscale, global retailer of
high-quality, high-priced merchandise faces stiff competition, since economic slowdown that started in 1999
Critical success factors
Customer service
Appropriate store inventory system
Efficient supply chain activities
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5. Marks & Spencer (cont.) The Solution
M&S realized that digital era survival depends on the use of information technology in general and electronic commerce in particular
Electronic commerce (EC, e-commerce)—a process of buying, selling, transferring, or exchanging products, services, and/or information via electronic networks and computers
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6. Marks & Spencer (cont.)
M & S initiated several EC initiatives, including:
Security
Warehouse management
Merchandise receiving
Inventory control
Speeding up the supply of fashion garments
Collaborative commerce
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7. Marks & Spencer (cont.) The Results
As of summer 2002, a turnaround is underway
M & S has become a leader and example setter in retailing, resulting in increased profitability and growth
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8. Marks & Spencer (cont.) What can we learn…
Traditional brick-and-mortar companies face increasing pressures in a competitive marketing environment
A possible response is to introduce a variety of e-commerce initiatives that can improve
supply chain operation
information
money from raw materials through factories
increase customer service
open up markets to more customers
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9. Electronic Commerce: Definitions and Concepts
The Internet has emerged as a major, perhaps eventually the major, worldwide distribution channel for goods, services, managerial and professional jobs
This is profoundly changing economics, markets and industry structure, products and services and their flow, consumer segmentation, consumer values, consumer behavior, jobs, and labor markets
The impact may be even greater on societies and politics, and on the way we see the world and ourselves in it
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10. Electronic Commerce: Definitions and Concepts (cont.)
E-commerce defined from the following perspectives:
Communications: delivery of goods, services, information, or payments over computer networks or any other electronic means
Commercial (trading): provides capability of buying and selling products, services, and information on the Internet and via other online services
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11. Electronic Commerce: Definitions and Concepts (cont.)
Business process: doing business electronically by completing business processes over electronic networks, thereby substituting information for physical business processes
Service: a tool that addresses the desire of governments, firms, consumers, and management to cut service costs while improving the quality of customer service and increasing the speed of service delivery
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12. Electronic Commerce: Definitions and Concepts (cont.)
Learning: an enabler of online training and education in schools, universities, and other organizations, including businesses
Collaborative: the framework for inter- and intraorganizational collaboration
Community: provides a gathering place for community members to learn, transact, and collaborate
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13. Electronic Commerce: Definitions and Concepts (cont.)
e-business: a broader definition of EC, which includes:
buying and selling of goods and services
servicing customers
collaborating with business partners
conducting electronic transactions within an organization
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14. Electronic Commerce: Definitions and Concepts (cont.)
Pure vs. Partial EC depends upon the degree of digitization (the transformation from physical to digital) of:
the product (service) sold;
the process; and for
the delivery agent (or digital intermediary)
Brick-and-Mortar organizations are old-economy organizations (corporations) that perform most of their business off-line, selling physical products by means of physical agents
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15. Electronic Commerce: Definitions and Concepts (cont.)
Virtual (pure-play) organizations conduct their business activities solely online
Click-and-mortar organizations conduct some EC activities, but do their primary business in the physical world
Electronic market (e-marketplace) online marketplace where buyers and sellers meet to exchange goods, services, money, or information
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16. Electronic Commerce: Definitions and Concepts (cont.)
Interorganizational information systems (IOSs) allow routine transaction processing and information flow between two or more organizations
Intraorganizational information systems enable EC activities to go on within individual organizations
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17. Exhibit 1.1: The Dimensions of Electronic Commerce
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18. The EC Framework, Classification, and Content
Two major types of e-commerce:
business-to-consumer (B2C) : online transactions are made between businesses and individual consumers
business-to-business (B2B): businesses make online transactions with other businesses
intrabusiness EC: EC conducted inside an organization (e.g., business-to-employees B2E)
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19. The EC Framework, Classification, and Content (cont.)
Computer environments
Internet: global networked environment
Intranet: a corporate or government network that uses Internet tools, such as Web browsers, and Internet protocols
Extranet: a network that uses the Internet to link multiple intranets
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20. EC Framework
EC applications are supported by infrastructure and by five support areas:
People
Public policy
Marketing and advertising
Support services
Business partnerships
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21. Exhibit 1.2: A Framework for Electronic Commerce
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22. Classification of EC by Transactions or Interactions
business-to-consumer (B2C) : online transactions are made between businesses and individual consumers
business-to-business (B2B): businesses make online transactions with other businesses
e-tailing: online retailing, usually B2C
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23. Classification of EC by Transactions or Interactions (cont.)
business-to-business-to-consumer (B2B2C): e-commerce model in which a business provides some product or service to a client business that maintains its own customers
consumer-to-business (C2B):
e-commerce model in which individuals use the Internet to sell products or services to organizations or individuals seek sellers to bid on products or services they need
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24. Classification of EC by Transactions or Interactions (cont.)
consumer-to-consumer (C2C):
e-commerce model in which consumers sell directly to other consumers
peer-to-peer (P2P): technology that enables networked peer computers to share data and processing with each other directly; can be used in C2C, B2B, and B2C e-commerce
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25. Classification of EC by Transactions or Interactions (cont.)
mobile commerce ((m-commerce):
e-commerce transactions and activities conducted in a wireless environment
location-based commerce (l-commerce): m-commerce transactions targeted to individuals in specific locations, at specific times
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26. Classification of EC by Transactions or Interactions (cont.)
intrabusiness EC: e-commerce category that includes all internal organizational activities that involve the exchange of goods, services, or information among various units and individuals in an organization
business-to-employees (B2E): e-commerce model in which an organization delivers services, information, or products to its individual employees
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27. Classification of EC by Transactions or Interactions (cont.)
collaborative commerce (c-commerce):
e-commerce model in which individuals or groups communicate or collaborate online
e-learning: the online delivery of information for purposes of training or education
exchange (electronic): a public electronic market with many buyers and sellers
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28. Classification of EC by Transactions or Interactions (cont.)
exchange-to-exchange (E2E): e-commerce model in which electronic exchanges formally connect to one another the purpose of exchanging information
e-government: e-commerce model in which a government entity buys or provides goods, services, or information to businesses or individual citizens
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29. The Interdisciplinary Nature of EC
Major EC disciplines
Computer science
Marketing
Consumer behavior
Finance
Economics
Management information systems
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30. A Brief History of EC
1970s: innovations like electronic funds transfer (EFT)—funds routed electronically from one organization to another (limited to large corporations)
electronic data interchange (EDI)— electronically transfer routine documents (application enlarged pool of participating companies to include manufacturers, retailers, services)
interorganizational system (IOS)—travel reservation systems and stock trading
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31. A Brief History of EC (cont.)
1969 U.S. government experiment—the Internet came into being initially used by technical audience of government agencies, academic researchers, and scientists
1990s the Internet commercialized and users flocked to participate in the form of dot-coms, or Internet start-ups
Innovative applications ranging from online direct sales to e-learning experiences
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32. A Brief History of EC (cont.)
Most medium- and large-sized organizations have a Web site
Most large U.S. corporations have comprehensive portals
1999 the emphasis of EC shifted from B2C to B2B
2001 the emphasis shifted from B2B to B2E,
c-commerce, e-government, e-learning, and
m-commerce
EC will undoubtedly continue to shift and change
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33. A Brief History of EC (cont.)
EC successes
Virtual EC companies
eBay
VeriSign
AOL
Checkpoint
Click-and-mortar
Cisco
General Electric
IBM
Intel
Schwab
EC failures
1999, a large number of EC-dedicated companies began to fail
EC’s days are not numbered!
dot-com failure rate is declining sharply
EC field is experiencing consolidation
most pure EC companies, are expanding operations and generating increasing sales (Amazon.com)
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34. The Success Story of Campusfood.Com
Provide interactive menus to college students, using the power of the Internet to replace and/or facilitate the traditional telephone ordering of meals
Built the company’s customer base
expanding to other universities
attracting students
generating a list of restaurants from which students could order food for delivery
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35. The Success Story of Campusfood.Com (cont.)
Now some of these activities are outsourced to a marketing firm, enabling the addition of dozens of schools nationwide
Financed through private investors, friends, and family members, the site was built on an investment of less than $1 million
Campusfood.com’s revenue is generated through transaction fees—the site takes a 5 % commission on each order from the sellers
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36. The Success Story of Campusfood.Com (cont.)
At campusfood.com you can:
Navigate through a list of local restaurants, their hours of operation, addresses, phone numbers, etc.
Browse an interactive menu
Bypass “busy” telephone signals to place an order online
Access special foods, promotions, and restaurant giveaways
Arrange electronic payment of your order
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37. The Future of EC the future is bright
2004—total online shopping and B2B transactions in the US between $3 to $7 trillion by 2008:
number of Internet users worldwide should reach 750 million
50 percent of Internet users will shop
EC growth will come from:
B2C
B2B
e-government
e-learning
B2E
c-commerce
the future is bright
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38. E-commerce Business Models
Business models—a method of doing business by which a company can generate revenue to sustain itself
Examples:
Name your price
Find the best price
Dynamic brokering
Affiliate marketing
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39. E-commerce Business Plans and Cases
Business plan: a written document that identifies the business goals and outlines the plan of how to achieve them
Business case: a written document that is used by managers to garner funding for specific applications or projects; its major emphasis is the justification for a specific investment
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40. Structure of Business Models
Business model: A method of doing business by which a company can generate revenue to sustain itself
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41. Structure of Business Models (cont.)
Revenue model: description of how the company or an EC project will earn revenue
Sales
Transaction fees
Subscription fees
Advertising
Affiliate fees
Other revenue sources
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42. Structure of Business Models (cont.)
Value proposition: The benefits a company can derive from using EC
search and transaction cost efficiency
complementarities
lock-in
novelty
aggregation and interfirm collaboration
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43. Exhibit 1.4: Common Revenue Models
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44. Typical Business Models in EC
Online direct marketing
Electronic tendering systems
tendering (reverse auction): model in which a buyer requests would-be sellers to submit bids, and the lowest bidder wins
Name your own price: a model in which a buyer sets the price he or she is willing to pay and invites sellers to supply the good or service at that price
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45. Typical Business Models in EC (cont.)
Affiliate marketing: an arrangement whereby a marketing partner (a business, an organization, or even an individual) refers consumers to the selling company’s Web site
Viral marketing: word-of-mouth marketing in which customers promote a product or service to friends or other people
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46. Typical Business Models in EC (cont.)
Group purchasing: quantity purchasing that enables groups of purchasers to obtain a discount price on the products purchased
SMEs: small to medium enterprises
Online auctions
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47. Typical Business Models in EC (cont.)
Product and service customization
customization: creation of a product or service according to the buyer’s specifications
Electronic marketplaces and exchanges
Value-chain integrators
Value-chain service providers
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48. Typical Business Models in EC (cont.)
Information brokers
Bartering
Deep discounting
Membership
Supply chain improvers
Business models can be independent or they can be combined amongst themselves or with traditional business models
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49. Example of Supply Chain Improver
Orbis Group changes a linear physical supply chain to an electronic hub
Traditional process in the B2B advertising field
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50. Example of Supply Chain Improver (cont.)
ProductBank simplifies this lengthy process changing the linear flow of products and information to a digitized hub
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51. Benefits of EC Benefits to organizations Rapid time-to-market
Lower communication costs
Efficient procurement
Improved customer relations
Up-to-date company material
No city business permits and fees
Other benefits
Global reach
Cost reduction
Supply chain improvements
Extended hours: 24/7/365
Customization
New business models
Vendors’ specialization
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52. Benefits of EC (cont.) Benefits to consumers Ubiquity
More products and services
Cheaper products and services
Instant delivery
Information availability
Participation in auctions
Electronic communities
“Get it your way”
No sales tax
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53. Benefits of EC (cont.) Benefits to society Telecommuting
Higher standard of living
Hope for the poor
Availability of public services
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54. Limitations of EC
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55. Barriers of EC Security Trust and risk Lack of qualified personnel
Lack of business models
Culture
User authentication and lack of public key infrastructure
Organization
Fraud
Slow navigation on the Internet
Legal issues
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56. The Digital Revolution
Digital economy: An economy that is based on digital technologies, including digital communication networks, computers, software, and other related information technologies; also called the Internet economy, the new economy, or the Web economy
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57. The Digital Revolution (cont.)
A global platform over which people and organizations interact, communicate, collaborate, and search for information
Includes the following characteristics:
A vast array of digitizable products
Consumers and firms conducting financial transactions digitally
Microprocessors and networking capabilities embedded in physical goods
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58. New Business Environment
Customers are becoming more powerful
Created due to advances in science occurring at an accelerated rate
Results in more and more technology
Rapid growth in technology results in a large variety of more complex systems
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59. New Business Environment (cont.)
Characteristics in the business environment
A more turbulent environment with more business problems and opportunities
Stronger competition
Need for organizations to make decisions more frequently
A larger scope for decisions because more factors
More information and/or knowledge needed for making decisions
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60. Environment-Response-Support Model
Critical response activities
traditional actions such as lowering cost and closing unprofitable facilities
introduce innovative actions such as customizing or creating new products or providing superb customer service
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61. Exhibit 1.6: Major Business Pressures and the Role of EC
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62. Major Business Pressures
Strong competition
Global economy
Regional trade agreements (e.g. NAFTA)
Extremely low labor cost in some countries
Frequent and significant changes in markets
Increased power of consumers
Market and
economic
pressures
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63. Major Business Pressures (cont.)
Changing nature of workforce
Government deregulation of banking and other services
Shrinking government subsidies
Increased importance of ethical and legal issues
Increased social responsibility of organizations
Rapid political changes
Societal and
environmental
pressures
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64. Major Business Pressures (cont.)
Rapid technological obsolescence
Increase innovations and new technologies
Information overload
Rapid decline in technology cost vs. performance ratio
Technological
pressures
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65. Organizational Responses
Strategic systems
Continuous improvement efforts and business process reengineering—including business process reengineering (BPR)
Customer relationship management (CRM)—divided into the following areas
Operational CRM
Analytical CRM
Collaborative CRM
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66. Organizational Responses (cont.)
Business alliances
Electronic markets
Reductions in cycle time and time-to-market
Cycle time reduction: Shortening the time it takes for a business to complete a productive activity from its beginning to end
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67. Organizational Responses (cont.)
Empowerment of employees
Supply chain improvements
Mass customization: make-to-order in large quantities in an efficient manner
Mass customization: Production of large quantities of customized items
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68. Organizational Responses (cont.)
Intrabusiness: from sales force automation to inventory
Knowledge management
Knowledge management (KM): The process of creating or capturing knowledge, storing and protecting it, updating and maintaining it, and using it
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69. Putting It All Together
Task facing each organization is how to put together the components that will enable the organization to transform itself to the digital economy and gain competitive advantage by using EC
Many employ corporate portals
A major gateway through which employees, business partners, and the public can enter a corporate Web site
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70. Exhibit 1.8: The Networked Organization
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71. Managerial Issues Is it real?
How should we evaluate the magnitude of the business pressures?
Why is B2B e-commerce so attractive?
There are so many EC failures—how can one avoid them?
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72. Managerial Issues (cont.)
What should be my company’s strategy toward EC?
How do we transform our organization into a digital one?
What are the top challenges of EC?
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73. Summary Definition of EC and description of its various categories.
The content and framework of EC.
The major types of EC transactions.
The major business models.
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74. Summary (cont.) Benefits to organizations, consumers, and society.
Limitations of EC.
The role of the digital revolution.
The role of EC in combating pressures in the business environment.
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